Frequently Asked Questions

Click on the topic of your query below to open that section of frequently asked questions (FAQ).
Then, click on the question you have to see the answer.
If you still cannot find the answer you are looking for,
call us on 02 4907 6880 or email us.

Help Topics

Choosing a Product

Placing an Order

About Prescriptions

Payment

Shipping/Delivery

Returns/Exchange

Private Health Funds Claims Procedure

Contact Information

How do I find a frame that is right for my face and personality?

The Glasses Galore web interface has been created to make it easy for you to find a frame that suits your face and personality. On the left hand side, there is a navigation bar that you can use to find a frame according to brand, style, colour and even suitability for either reading/distance or multifocal prescription lenses.

How do I know if the frame I choose will suit my face?

Consider whether your face is narrow, wide, long or short and find a frame that will suit. This is not as hard as you think and the frame selection online has been specifically chosen to be widely fitted. If you would like to try on a frame before you buy, call us on 02 4907 6880, or email us to make the arrangements.

What contact lenses do I buy?

If you require contact lenses for the first time, it is likely that your optical provider has given you a prescription and a recommendation for the type of contact lens that would suit you. For example, Johnson and Johnson Oasys is the brand and type of contact lens that is widely worn. If you are unsure what lens you require, consult your optical provider.

I cannot find my contact lenses online?

Sometimes there are different names for the same type of contact lens and also, they often are discontinued due to advancements in technology and therefore upgrades in the material. If you cannot find the contact lenses online on Glasses Galore then contact us and we can discuss why.

How do I know what prescription lenses I require?

In many ways, we do this for you to make your buying experience simpler. Our Optometrists and Optical Dispensers are on hand to advise and check on every prescription that is received. All you need to let us know is whether your prescription lenses are required for reading/distance or alternatively multifocal (progressive) and which prescription lens upgrades you would like.

What prescription lens upgrades can I add to my prescription glasses?

All prescription lenses that are provided with frames online are of the highest quality. However, the prescription lens upgrades that we offer are a great way to enhance your vision and comfort. The prescription lens upgrades that we offer are:

1.6 index prescription lenses – this is a thinner and lighter lens and is highly recommended for certain scripts. The Glasses Galore prescription input process will automatically prompt when this upgrade is required and for those prescriptions will make the glasses more comfortable and aesthetically pleasing. The 1.6 index prescription lens is approximately 25% thinner than the 1.5 index (this is a rough percentage).

1.67 index prescription lenses – this is the thinnest and lightest lens that we offer and is recommended for certain scripts. If your prescription input has prompted a thinner lens, upgrade to the 1.67 for an even better and more comfortable finish. The 1.67 index prescription lens is approximately 25% thinner than the 1.6 index (this is a rough percentage).

Anti-reflective coating – otherwise known as a multicoat, the antireflective coating will make your prescription lenses clearer to look through and look at. It reduces a large amount of glare that an ordinarily coated prescription lens would allow and is especially recommended for people who use the computer, are regularly under bright lights and drive the car with prescription glasses. Looking in, antireflective coating will make your glasses far more aesthetically pleasing and impressive.

Transition coating – transition coating for prescription lenses has taken the world of eyewear by storm. This technology allows the prescription lenses to be light indoors and then go darker when exposed to sunlight. This coating upgrade is perfect for you if you want to save on buying a pair of glasses and sunglasses, rather joining the two into one convenient pair of glasses.

UV and tint coating – If you see a pair of a pair of glasses online you like, why not turn them into sunglasses? You can choose the colour tint you would like as well. This will cut out UV radiation from the sun.

Polarised lenses - polarised lenses are the most advanced sunglass technology and cut out more glare and UV than a standard sunglass coating and tint. We advise polarised lenses for you if you spend time in the car, on the boat, at the beach, cycling or on the golf course. Most people who try polarised lenses find it very difficult to go back to normal sunglass coatings!

I only want to purchase the frame, without the lenses?

If you want to buy only the frame, without the prescription lenses the click on the button 'BUY NOW WITHOUT PRESCRIPTION LENSES' in grey, next to the red button.

If I already have a frame, can I purchase prescription lenses for it from Glasses Galore?

We find many customers come to Glasses Galore already with a frame and want to purchase prescription lenses for them, which is why we do offer this service. This is because the prices Glasses Galore can offer on prescription lenses are considerably cheaper than the bricks and mortar alternative. If this is you, then call us on 02 4907 6880 or email us.

How do I place an order for prescription glasses once I have found the product I want?

The order process for Glasses Galore’s online prescription glasses website is very simple. Once you have found the product you want, click ‘Buy Now’. This button will pop up a screen which is the beginning of the prescription input and lens customisation process. It is a simple 3 steps:

Step 2 – input your prescription details (find this information from the prescription provided to you by your optical provider.

Step 3 – select your lens upgrades

Once you have customised your prescription lenses, then you can checkout, providing Glasses Galore with your delivery details, selecting your postage type and payment information.

How do I place an order for contact lenses online through Glasses Galore?

The order process is very simple to purchase your contact lenses online. Once you have found the product you need, click ‘Buy Now’. Then input your prescription details and the quantity of boxes you are after and proceed to checkout

How come I cannot purchase prescription lenses with these sunglasses?

Some sunglasses cannot be used for prescription lenses. This is because they may be too curved or 'floating', which is the description for lenses without the frame. If you can't find anything in the prescription sunglasses section and have found something you like in the non-prescription sunglass section, then call us on 02 4907 6880 to discuss your options. We may just be able to find some lenses that can work!

I have processed payment for an order, but realised there is a mistake. How do I change it?

If you have made a mistake ordering your prescription glasses, sunglasses or contact lenses online, call us on 02 4907 6880 as soon as possible.

What do I need before placing an order for prescription glasses or contact lenses online at Glasses Galore?

Before you purchase prescription eyewear or contact lenses online at Glasses Galore, you need a valid prescription from a registered optical provider such as an optometrist or ophthalmologist. A valid prescription is one that was prescribed within 2 years of the date of purchase. If you require a renewed prescription, contact your local optometrist for a bulk-billed eye test.

How can I submit my prescription?

To provide us with your prescription, these are usually the easiest ways: (a) Scan and email to prescriptions@glassesgalore.com.au (b) Give us the name of your optometrist, or their practice name, or preferably both. (c) Upload the prescription, if it is already on your computer to the website and then send it through. This can be done in the account section online or during the checkout process. (d) Fax a copy to (02) 4925 3373.

Can I use my glasses prescription for contact lenses and vice versa?

The prescription for glasses and contact lenses are slightly different and therefore you will require a separate prescription for both. This prescription is usually clearly marked as one or the other. Otherwise for contact lenses, crosscheck your prescription with that written on the side of the contact lens box. Be careful to make sure you send us the correct one, for your own eye health and safety!

What does a prescription usually look like?

Where can I get a prescription for glasses or contact lenses?

Glasses Galore has optometrists on staff to validate prescriptions provided to us, however do not have any retail outlets. This is how we are able to pass on the huge cost savings to you. Nevertheless, it is usually very easy to find an optometrist and they almost always bulk-bill. If you would like us to recommend an optometrist to you, then call us on 02 4907 6880 or email us.

How can I check whether my prescription is for glasses or contact lenses?

Usually a good indicator of whether your prescription is actually your contact lens prescription is to crosscheck it against your previous contact lens box. On the side of the box, there will usually be details of the prescription.

I am having trouble understanding where to input my prescription information given by my optical provider into the website. Can I send it to you for help?

If you are struggling to use the website for any reason, you can process the order over the phone on 02 4907 6880 and simply send your prescription in to us for verification. The prescription can be faxed to (02) 4925 3373 or emailed to prescriptions@glassesgalore.com.au. Our customer service hours are 9 am – 5:30 pm Monday to Friday.

Why do I have to send my prescription to you before you can process an order for prescription glasses, sunglasses or contact lenses online?

We require a valid prescription before processing the order for two reasons: (a) We conduct an independent check on every prescription against that entered through the website to make sure there are no mistakes between the two. If we find a discrepancy, we will contact you immediately. (b) To check that your prescription has not expired (within 2 years of purchase). This ensures that every Glasses Galore customer receives optimal eye-health care.

Can my optical provider refuse to give me my prescription?

Your prescription is your property. Therefore you have every right to ask for your prescription, so don’t be afraid!

Do I need to send in a prescription if I am not buying prescription glasses or contact lenses?

Of course not!

What payment methods do you accept?

We accept payment for the contact lenses online via either Visa, Mastercard and American Express credit cards or Paypal.

When will my credit card be charged?

Your card will be charged when you complete your order in the checkout section. You will receive confirmation by email that this transaction has been completed.

Can I pay over the phone?

Yes. If you are having difficulty with the online payments system, or want to make an order over the phone, we can process the payment with a credit card over the phone. Call us on 02 4907 6880 to do this.

Is the online payment system safe on Glasses Galore?

Glasses Galore takes security of personal information very seriously. For this reason, we have a variety of security measures in place to maximise the security of private information. We have an SSL certificate in place and also use the St George PayWay virtual gateway to process payments. Through this gateway, no credit card details are visible to us.

Do you ship the goods anywhere in Australia?

We will ship your prescription glasses, sunglasses or contact lenses to anywhere in Australia.

How long will it take for me to receive my prescription glasses/sunglasses?

Depending on your type of prescription, your new prescription glasses or sunglasses will take up to 14 days to be received. If you have a very high prescription, it may take a few days longer.

How long will it take for me to receive my contact lenses?

Usually, contact lenses will take up to 5 business days to arrive. If there is a delay at all because a product is on backorder, we will notify you straight away.

What service do you use to post the prescription glasses or contact lenses?

We use Australia Post and therefore are subject to their delivery times. If you live in a regional area, the delivery times may be extended.

What packaging do you use?

Prescription glasses and sunglasses will be firmly packaged in a glasses/sunglasses case. Contact lenses will be packaged in their branded box, which provides extra protection. Everything we package is done with care in order to minimise the possibility of damage during transit.

How much will I be charged for delivery?

We charge $7.00 for normal post and $9.70 for express post. You can make this selection during the checkout process. Be sure to check if there is a free shipping promotion running!

What is your online returns policy?

Glasses Galore offers a 30 day money back guarantee on all prescription glasses and prescription sunglasses, non-scripted glasses and sunglasses. With regards to contact lenses, we will exchange your lenses if ordered incorrectly on one occasion. Any goods that are returned, must be returned in their original packaging and undamaged.

Can I exchange my goods?

Yes, as long as it falls within 30 days of receiving the goods. To do so, please contact us on 02 4907 6880 or email us.

Can I claim back on my prescription glasses, prescription sunglasses or contact lenses from my private health fund?

Glasses Galore is a registered Australian optical provider and therefore you can claim back on your purchase, depending on your level of cover and available annual limit. You should be able to check these details directly with your health fund. For more information on Glasses Galore’s relationship with Australian private health funds, click here.

Which Australian health funds is Glasses Galore registered with?

Some of the major health funds we are registered with are shown below (these are only a few of them):

How can I claim back from my private health fund for my purchase on Glasses Galore?

After purchasing either prescription glasses, prescription sunglasses or contact lenses, we will email you a receipt, which includes the details that the private health fund will require to process your claim. This information includes the individual item codes for products (eg 110 for an optical frame) and our provider number (203879JJ). Most private health funds will process your claim either by mail or online. To find out exactly which form to use, consult your health fund.

Why can I claim from my private health fund with Glasses Galore and not on many other online optical websites?

Glasses Galore is an Australian company, owned and operated by optometrists and optical dispensers. For this reason, we were able to register as an optical provider with the Australian private health funds. This allows you to receive your rebate on optical products.

What are your customer service hours?

Our customer service line, 02 4907 6880 is open from 9 – 5:30, Monday to Friday. If you would like to send us an enquiry outside of these hours, you can do so by emailing us.

How long will it take to receive a response for my online enquiry?

We try to respond to all enquiries immediately, however please give us up to 2 hours to reply.